The invaluable voice of the customer!
Analyzing customer support data is essential to understanding what’s important to your customer and how they’re interacting with your product. The most successful companies intentionally study their CS data and use it to inform many initiatives and multi-departmental decisions, including: customer service process, software bugs & product defects, helping marketers gain detailed brand & product sentiment, content strategy and blog ideas, UX/UI design, CX practices, product management, and impact on the P&L statement.
Leaders in Marketing, Customer Service, and Product Management use Spiral’s AI-powered platform as their proverbial ‘war room’ to keep a curated tab on omnichannel support insights. Spiral carefully handles your data from customer chats, emails, phone calls, NPS, social, feedback forms, reviews, SMS, and then automatically groups issues into actionable categories, giving you a 360° predictive view of your customer experience issues before they escalate.
From high-level reports to low-level support ticket detail, you’ll always know what’s happening.
Spiral’s context-based analysis uncovers all current, known issues and even identifies ones that you don’t have tags for yet, saving employees valuable time on each ticket.
Train your support representatives with both historical and real-time emerging issues so they can stay ahead and increase FCR, CSAT, and NPS, substantially decrease churn and learn of new upsell opportunities
Spiral’s technology drills down to find root causes, whether they’re associated with bugs in newly pushed versions, UX challenges, regional outages or more